Refund Policies

⚠️ Important Notice

All disputes must be submitted through the appropriate platform and within the required timeframe. Failure to follow the correct dispute process may result in denial of your claim or account restrictions.

✅ Eligible Refund, Resend & Return Requests

🚚 Order Delays

• United States: Eligible after 45 days from shipment departure.
• Brazil: Eligible after 110 days due to customs processing.
• Other Countries: Eligible after 100 days for certain shipping methods.

Shipping delays may occur due to failed delivery attempts, local pickup requirements, or incorrect shipping information. Please contact your local postal service before opening a dispute.

📦 Orders Not Received

• Orders marked as "Delivered" by the carrier are not eligible for refunds or resends.
• A non-delivery certificate from your local post office may be required.

🔧 Damaged Products

• Full refund or replacement for severely damaged products.
• Partial refund may be offered for minor cosmetic damage.
• Packaging damage alone is not eligible for compensation.
• Electronic product claims must be submitted within 30 days of delivery.

📋 Incorrect or Missing Products

• Full refund or replacement for incorrectly shipped items.
• Partial refund or resend for missing non-essential components.
• Size-related claims must include a photo showing measurements.

❌ Order Cancellations

• Orders canceled before processing or shipment qualify for a full refund.
• Customized, personalized, or pre-order products cannot be canceled after payment is completed.

📩 How to Submit a Claim

Please provide the following information:

• Photos or videos clearly showing the issue.
• Screenshots of communications or complaints, including name, date, and details.
• Your order number and tracking information.
• Return of the product if requested by our support team.

⚠️ Important Conditions & Exceptions

⏳ Dispute Deadlines

Claims must be submitted within 7 days of delivery or the estimated delivery date.

🌪️ Force Majeure

Novallaone.shop is not responsible for delays or delivery failures caused by circumstances beyond our control, including:

• Natural disasters
• Epidemics or public health emergencies
• Customs inspections and delays
• War, civil unrest, or government actions

📮 Shipping Method Restrictions

Disputes are not accepted for shipping methods that do not provide reliable tracking information.

🌍 Delivery Location Restrictions

Certain high-risk or restricted delivery regions may not qualify for dispute protection due to carrier limitations.

↩️ Return Requirements

• Returns require prior authorization.
• Unauthorized returns will not be processed.
• Approved returns must be shipped within 30 days of receipt.
• Returns are accepted only at designated warehouse locations.

🛠️ Service-Based Products

Services such as photography, packaging, design work, or other completed service-based products are non-refundable once fulfilled.

🚫 Non-Eligible Disputes

• Change of mind after purchase.
• Product appearance differences without manufacturing defects.
• Delays caused by customs procedures or force majeure events.
• Incorrect product selection by the customer.
• Incorrect shipping address provided during checkout.
• Natural product odors that dissipate after normal use.
• Tracking information removed after carrier retention periods.

📌 Additional Information

Order Status: No disputes may be opened after an order is marked as closed.

Shipping Method Restrictions:

• PostNL
• Electric PostNL
• CJPacket EUB
• CJPacket Postal Route
• CJPacket Railway Economy

Claims may not be accepted for certain economy shipping services, restricted destinations, or high-risk regions.

Additional verification may be required before refunds, replacements, or resends are approved.